727 words, 2.7 minutes read. By Gerard Blokdyk
User Training Plan 1 big thing: Manage end user interactions including requirements gatherings, testing, training and post implementation support.
The big picture: Ensure your process is responsible for preparing and delivering training program(s), ongoing end user support for the respective application(s) where needed, and executing plans for usability program.
Why it matters: Guarantee your organization develops and maintains applications and databases by evaluating (internal) client needs; analyzing requirements; developing and implementing software systems; training end users and documenting systems.
On the flip side: Interface so that your design is involved in end user support, help desk ticketing software, hardware and software upgrades, hardware and software troubleshooting and providing formal/informal technical training with priority.
What to watch: Confirm that your organization is leading and/or participating in meetings including project kickoff and progress sessions, requirements gathering and definition, technical solutioning, user acceptance testing, and end user training.
Be smart: Check that your strategy designs and ensures delivery of ongoing training and education and risk awareness programs on model risk management and governance and best practices and general standards for End User development.
Yes, but: Warrant that your operation is performing complex computing environment build outs, user training, installation, maintenance and support with emphasis on documentation of operating procedures and processes.
What they’re saying: “Support the end users and sponsors during the training events, providing clear and concise technical leadership to the supporting engineering teams to ensure smooth and effective cyber testing and training.“, Outdoor Recreation Gear Designer
State of play: Be confident that your group provides training to end users on use of applications; designs and develops training materials; conducts or coordinates training sessions; evaluates training programs to ensure their effectiveness in meeting goals and objectives.
Under the hood: Analyze Service Desk calls for Desktop Devices and incident data to identify and advice (internal) customer of any potential user training requirement and automation.
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Between the lines: Make sure your group recommends current needs to the CIO for user training based on the current threat landscape and most likely vulnerabilities that your users might encounter.
The backdrop: Be a key player in developing and maintaining curricula and in training and supporting end users 1: 1 and in a virtual setting.
Go deeper: Coordinate the development of tactical change plans; including stakeholder assessment, communications, leadership alignment, organizational transition, change readiness, capability transfer and end-user training.
What we’re hearing: “Establish that your team develops and delivers training to associates on ECM and DMS and provides guidance and support to end users, including system troubleshooting and issue escalation.“, Program Manager 2
The bottom line: Ensure your design documents, resolves, or escalates applicable issues at the time of contact into the IT Service Management system (ITSM) to maintain a thorough database for use in problem resolution and training: document all contact with end users, internal support staff or vendors; communicate with support staff after incident resolution to develop troubleshooting procedures and suggest changes or additions to the appropriate problem or knowledge database; provide status and progress reports to supervisors.
What’s next: Oversee that your strategy creates and provides training documents for new or modified processes or functionality for end users or technical support staff.
ICYMI: Be confident that your strategy leads system update process, including making appropriate recommendations to process owners, leading configuration and testing, and training end users, when appropriate.
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